For many years, consumers turned to 1-800 numbers when they experienced issues with product or services. Companies typically favored these channels because they could assist customers one-on-one and away from public view. Essentially, companies were in control. Today, consumers have access to platforms where they can share their experience with the entire Web. Word-of-mouth marketing...

SUBSCRIBE

FOLLOW US

Welcome to Overdrive—the place to connect with friends, get advice or just share a laugh.